Dooney & Bourke, Inc.

Review: I sent an email to Dooney and Bourke regarding several bags that I received that had nicks and deep cuts in the leather. I was then referred to the customer service offices of DBI. When I finally heard back for someone after trying for quite some time, I was contacted by [redacted]. I explained to her that I had two [redacted] Satchels (Lavender and Taupe) that were defective in the leather. I informed her that neither bag had been used, and that I wished to return them for exchange or refund. Well, she was fine with that, until she received the bags. She called me and told me that I did not tell her that I was sending two bags (the letter that I wrote, as well as all email and telephone communication explained that I was sending two [redacted] bags back) and she said that she would just have to send the Taupe bag back to me. Well, I have spent quite a bit of money on Dooney bags in the past year, in fact, well over $3500.00 I'm sure. The bottom line is that when [redacted] called, she indicated that she was never told exactly what I told her, in that, SHE LIED, but I let her know that she lied. So she said she couldn't do anything about my Taupe bag, but the Lavender one she would refund since they didn't have any more of them. Well, yesterday, (I just opened my boxes this morning), I received both bags, and the Taupe one has grease stains and the same nick on it, and the Lavender one, which was supposed to be refunded. So she lied, now, twice, about the same issue.Desired Settlement: I would like a refund for the bag that I was promised a refund for &leather cleaner &lotion sent to me for the bag that was supposed to be sent back. Here again, I state that NEITHER BAG HAD EVER BEEN USED, but the Taupe one came back to me in worse condition than it was sent off in. I'm disappointed to have been told that I did not say what I said, and typed, and not even more so, since the refund that was promised was not honored. [redacted] is dishonest & I do not want her to callme

Business

Response:

Customer call into our call center inquiring on returning 2 handbags that were purchased recently. Customer stated she was returning a taupe [redacted] hobo and a lavender satchel. She wanted credit for both items. [redacted]issued a call tag for [redacted] to pick up both items. We received 2 items from the customer, 1 lavender satchel and 1 taupe satchel. [redacted] contacted the customer and informed her that we would issue credit for the the lavender satchel. However we could not issue credit for the taupe bag because she returned and taupe satchel not a [redacted] hobo. The satchel was purchased in December 2013 and well beyond our return time frame which is 30 days from date of purchase

Customer requested the lavender satchel to be exchanged for a new one. The replacement lavender satchel was processed and mailed on 8/21 [redacted] tracking number [redacted] which was delivered on Wednesday 8/27 at 10:50am. The customer taupe satchel was returned to her in the same condition in which it was received. The customer was informed by [redacted] that her taupe satchel would be returned. Had the customer returned the taupe [redacted] bag, that item we do not have any in stock and the customer would have received credit on that item.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was told that I would receive a REFUND, NOT AN EXCHANGE. I never mentioned a hobo, as I do not own one. The Taupe bag still had tags on it, as I never used it. I realized that the leather was cracking along the sides and the lavender bag had a deep cut in the leather. The point is that I was deceived.

Sincerely,

Business

Response:

If there was a misunderstanding we apologize. Customer has both bags.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dooney has done nothing for the inconvenience and series of lies that I was told. I was supposed to have received a refund for the lavender bag based upon a conversation had with the aforementioned rep who was unnecessarily dishonest.

Sincerely,

I bought a beautiful D&B purse while on a magical vacation at [redacted]. Within 3 months of normal use, my strap broke and the corners of my purse were missing color. I sent my purse into D&B to be fixed. After about 6 weeks, I received my purse back, unfixed and with zero paperwork of any kind explaining what care was taken. My husband called their customer service and they didn't offer any apologies. They told him to send the purse back to them and they would give us a credit for the amount we paid (minus taxes, of course, and once again shipping is on my dime) to be used toward another D&B purse. Really? That's an ironclad Dooney guarantee? I wanted my purse fixed! It was the one thing I bought for myself to remember a once in a lifetime trip. My advice, don't buy their products unless you're ok with no guarantee!

Review: I have placed 2 orders online with Dooney and Bourke on 28 November and 13 December, 2014. To date I have not received any orders. I have contacted them 3 times by email and not had any response. I live in Australia and I am leaving the address I have nominated for delivery in a few weeks so I need this matter resolved as soon as possible. Social media sites discuss many issues with delivery from this company during the Christmas period and it would appear nothing has been resolved in the last weeks. No one appears to be able to get any satisfactory outcome from the company so I am hoping you can resolve this issue.Desired Settlement: Delivery of 2 handbags without further delay would be most appreciated. Thanking you in anticipation of a positive result in this matter.

Business

Response:

We apologize for the inconvenience caused to the customer. We have experienced difficulties with our international shipping carrier. The customer indicated that she would no longer be at the address indicated on the order. We can change the address or cancel the order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Y,ester day I emailed dooney and bourke to cancel both orders. Please can you advise them of my request to cancel the orders. Thank you for your assistance in this matter it is much appreciated.

Sincerely,

Review: I sent a purse to Dooney & Bourke to have a zipper repaired on August 23, 2014. The repair was supposedly complete on Oct 17, 2014. A representative from the company called me on Oct 20, 2014 to collect new credit card information from me. A charge for $37.50 was authorized the same day. It was a $30 charge for the repair and $7.50 charge for shipping. I was told by the representative that my purse would arrive at my home within 5 to 7 business days. On October 30, 2014, I still had not received the purse. I called and was told that it had been processed for shipping that day and would arrive in 7 to 10 business days. I told them I didn't understand that because my card was already charged and I was told I would have it by now. They assured me I would have my purse in 7-10 business days. On Nov 14, 2014, the purse still had not arrived at my home. I called again and spoke to [redacted] and was told that it had just ben processed for shipment that day. At that point, I demanded to speak to a manager and spoke to [redacted]. She sent a ticket to the "research department" to further investigate where my purse is and why it had not been shipped. She had "no good explanation" for me. She agreed that it was unacceptable. [redacted] also told me that she would call me when she found out this issue. When I spoke to her today, she said they are having some kind of issue printing labels and that several purses are waiting to be shipped since they have switched to a new system. They "have IT working hard on it." Last time I checked, the [redacted] and [redacted] all accept hand-written labels. This is ridiculous! I paid for this service almost a month ago and still have not received the purse.Desired Settlement: I want my purse, obviously. A written apology would be nice. It would be even nicer if the company gave me a refund for at least the $7.50 shipping charge, if not the entire $37.50.

Business

Response:

We sincerely apologize to Ms [redacted]. Our company went through a major upgrade in our systems. While this upgrade will help us to better serve our customers, we did experience some delays in shipping along the way. Unfortunately we could not write out manual labels to ship due to the volume of merchandise we ship on a daily basis and for tracking and customer history.

Ms. [redacted] bag shipped back on [redacted] tracking number [redacted]. We have issued a credit in full for the amount charged for the repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to add, however, that to take a month to fix a technical problem in this day and age seems far too long. In addition, the company was rather reactive in their handling of this situation. They could have told me the first time I called to inquire about the problem that it was a tech problem. I find it hard to believe that no one in customer service knew of the problem or that IT did not issue any communication to that effect to their employees. Furthermore, the manager [redacted] who was supposed to call me as soon as she knew something never called me. Not even to let me know the bag was shipped. I hope Dooney&Bourke use this as a learning experience.

Sincerely,